Visitor
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1 Message
promotional 1 year free line
In May 2025, I signed up for 1 year of free mobile service. First, they lost the number that I had had for 15 years and found it after 10 days. Second, Xfinity started charging me 47 dollars per month starting January 2026, telling me that I am not eligible for promotion anymore. I Ask for help and tried to talked to customer service more than 10 times in offices and online. the last response was
Hi XXXXX, it's Xfinity Assistant.
Your ticket [Edited: "Personal Information"] regarding your Credit escalation has been reviewed. Unfortunately, we couldn't approve this request, and we have closed the ticket.
Review your ticket here: xfinity.com/support/digital-ticketing
So, Xfinity lost my number while enrolling me into its service and ruined my vacation because I could not reach any bookings because of multi-factor authentication. I was literally crying for help, and people were saying, "I did everything, you just need to wait for another 24 hours. I did it for 10 days." I thought it was over in May, nope, in January, Xfinity started to charge me for whatever it decided, not asking me, without any notice. Why in January? Why did it work from May to December and not work in 2026?
I need help, and nobody can help me through chat, phone or in offices. I need help with this situation.
XfinityAmira
Official Employee
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4.6K Messages
2 days ago
Hi user_frim28! Thanks for taking the time to reach out on our Xfinity Forum about this Xfinity Mobile concern. I am sorry to hear about the complications you experienced when signing up for the service and now with this billing concern. My team is here to support you and would love to open another ticket with our Xfinity Mobile Escalations team. Please send us a Direct Message.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message icon” (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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user_r38k5
Visitor
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8 Messages
2 days ago
This is so par for the course. I had a somewhat similar experience and after having Xfinity for years I moved providers. The mobile service is a joke. Good luck getting any actual assistance with your issue
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user_7na8h4
Visitor
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1 Message
1 day ago
In December 2025, I received an offer for a FREE new phone with 1 year of FREE mobile service. All I needed to do is upgrade my internet to 300mb / Premium Unlimited for $50.
So, I upgraded especially since it was only $50.
The sales rep went line by line with me on what my bill would be now, and then after the promotion. Everything added all together, my total bill after promo would be $54.57.
Soooooo, I go to pay my regular household bills for February, and Xfinity is trying to charge me $80 instead of $50 ANNNND, my "FREE" phone is being billed $11.11 for 36 months!!!!
I've called customer "no service" atleast 12 times and can't hardly understand what they are saying because I'm calling India or something other country outside the United States, and am getting the SAME answers you were getting. I escalated several times, spoke to 2 managers, and they act like there was never a promo!
I'm calling the CEO because I asked for the supervisors manager and was told they didn't have one.....(yeah right).....
This is ridiculous!! And to top things off, the phone I got is a downgrade from my current phone, but was told I could add an SD card for additional storage. NOPE!! This phone does NOT accept additional sd cards, I can only download extra storage to an external device!!!!
[Edited: "Soliciting"], because I'm pretty sure you and I aren't the only customers going through all of this nonsense!!
(edited)
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